Chapter 9 user's satisfaction intepreting the results

CHAPTER 9: USER’S SATISFACTION: INTERPRETING THE
RESULTS
9.0 Introduction
This chapter describes the statistical relationships between two variables using chi-square
test techniques. The objectives are to find out whether or not any of the following attributes
have significance influence on users’ perceptions towards several satisfaction conditions. Is
there any relationship between the following attributes with satisfaction level towards certain
elements?
 Gender and Satisfaction
 Ethnic group and Satisfaction
 Job category and satisfaction
 Number of colleague working at the same room and satisfaction
 Zone level and satisfaction
9.1 Reliability test
Reliability analysis was used to study the properties of measurement scales and the items
that make them up. The Reliability Analysis procedure calculates a number of commonly
used measures of scale reliability and also provides information about the relationships
between individual items in the scale. Coefficient alpha measures internal consistency
reliability among a group of items combined to form a single scale as described in chapter 4.
In this study the alpha value was calculated by the software (SPSS Version 14) as 0.944.
Table 9.1 shows the internal consistency reliability test result. Levels of 0.70 or more are
generally accepted as representing good reliability. The closer alpha value to 1, the more
reliability the survey equipment (questionnaire) is. In other words the questionnaire used in
this study to determine users’ satisfaction is considered highly reliable.
Table 9.1: Internal consistency reliability test
Case Processing Summary N %
Cases
Valid 155 96.9
Excluded(a) 5 3.1
Total 160 100.0
Reliability Statistics
Cronbach's Alpha N of Items
0.944 91
Scale Statistics
Mean Variance Std. Deviation N of Items
310.32 1,242.140 35.244 91

9.2 Chi-Square Test
Test of statistical significance: Chi Square
After having produced a considerable number of contingency tables and selected the ones
that appeared to show a pattern of relationship between satisfaction and the variable being
tested, an important question remained, which is whether the pattern that emerged was due to
chance fluctuation or whether it could be considered as a reliable finding. Chi Square is a
way to measure the significance of an association between two variables. It tests whether the
null hypothesis is true or false, that is whether the two variables examined in a contingency
table are independent of each other in the population as mentioned in chapter 4. If the null
hypothesis is in fact not true, then the sample association reflects some actual degree of
association in the population. From the Chi square value a ‘p value’ is worked out in order to
estimate whether the relationship between two variables is statistically significant or not. It is
the generally accepted convention that a null hypothesis is not rejected unless there is less
than 5% chance that it is in fact true, that is p <0.05. The significance level p varies from
0.10 to 0.001. In the present study the null hypothesis is rejected at a p value smaller than
5%. Another way of saying this is that a null hypothesis will not be rejected unless there is at
least 95% chance that it is false.
However, a relationship between two variables can be significant in statistical terms without
being either strong or important. Chi Square is not useful as a measure of the magnitude of
an association. A significant result means only that the relationship in the population is
unlikely to be zero. For nominal and ordinal data, coefficients measuring the strength of an
association between two variables are derived from the Chi Square value. The measure of
association used in the present study is described below.
The Contingency coefficient
The contingency coefficient C is a long established and widely used index of relationship
where larger than 2x2 tables are involved. The contingency coefficient C is derived from the
Chi square and measures the strength of an association in two variables. Its value ranges
between 0 and 1 but can never reach the value of 1. The nearer to 1 the C coefficient, the
closer the association is between the two considered variables. In this study most variable are
tested (as shown in appendix 6) but after a lengthy process of testing, examination and re-
testing, a small number of tables were finally selected for discussion. Some of the variables
are discussed in previous chapters and some are discussed in the next sections. The selection
was made on the basis of the significance level (p < 0.05) as well as the magnitude of the

relationship (C Value) between the variable measuring one of the attributes of the building
environment and the two records of the expressed satisfaction. The variables that have been
found related to respondents’ satisfaction are presented in the next sections according to
whether they have been found associated with both records of satisfaction and according to
the strength of their relationship to satisfaction.
9.2.1 Gender and Satisfaction
This section presents cross tabulation between gender and satisfaction level towards all
architectural and environmental elements. The aim is to find significant relationships
between gender and satisfaction level for several elements.
Table 9.2: Cross tabulation between gender and satisfaction
Aspect Item Chi-square
Asymptotic
significance
(2-sided)
Significance Interpretation
a. Satisfaction with the window
available in office
χ2
= 13.68 p = 0.033 p < 0.05
Weak
Association
b. Difficulty to open/close windows at
office room
χ2
= 18.85 p = 0.009 p < 0.05
Strong
Association
c. Satisfaction with thermal condition
in the office
χ2
= 14.13 p = 0.015 p < 0.05
Strong
Association
Gender
BUILDING UMNO MESINIAGA IBM KOMTAR TIMA LUTH TOTAL
male 8 11 11 12 10 10 62
female 10 13 9 29 23 14 98
TOTAL 18 24 20 41 33 24 160
0
5
10
15
20
25
30
35
UMNO MESINIAGA IBM KOMTAR TIMA LUTH
male
female
The chi-square value and asymptotic significance (2-sided) for cross tabulation between
gender and satisfaction with the availability of a window in the office is (χ2
= 13.68, p =
0.033). There is a weak association between gender and satisfaction with the availability of a
window in the office (p < 0.05). The relationship between two variables is statistically
significant (see table 9.2) which means it does not happen by chance and therefore the null
hypothesis is rejected. Table 9.3 shows that male respondents have higher satisfaction levels

towards the window available in their office than the female. More than 50% of male
respondents are satisfied to highly satisfy whereas only around 42% females are. 80% of all
respondents rated the windows as quite difficult to very difficult to close/open. 50% of the
female respondents rated it as quite difficult to very difficult (see table 9.4).
Table 9.3: Satisfaction towards window available in the office and gender (cross tabulation)
Satisfaction Male Female Total
highly dissatisfied 3.2% 1.3%
very dissatisfied 4.8% 4.1% 4.4%
dissatisfied 4.8% 12.2% 9.4%
neutral 32.3% 38.8% 36.3%
satisfied 41.9% 36.7% 38.8%
very satisfied 11.3% 2.0% 5.6%
highly satisfied 1.6% 6.1% 4.4%
Total 100.0% 100.0% 100.0%
Table 9.4: Difficulty to open/close window in the office and gender (cross tabulation)
no info 6.1% 3.8%
very difficult 17.7% 20.4% 19.4%
difficult 9.7% 10.2% 10.0%
quite difficult 3.2% 19.4% 13.1%
normal 45.2% 30.6% 36.3%
quite easy 8.1% 2.0% 4.4%
easy 9.7% 9.2% 9.4%
very easy 6.5% 2.0% 3.8%
Total 100.0% 100.0% 100.0%
Table 9.5: Gender and satisfaction towards thermal condition in the office (cross tabulation)
neutral 37.1% 22.4% 28.1%
satisfied 54.8% 46.9% 50.0%
highly satisfied 2.0% 1.3%
Total 100.0% 100.0% 100.0%
There is also a strong association between gender and difficulty to open/close windows at
office room (χ2
= 18.85, p = 0.009). Since p < 0.05, the relationships between two variables
are statistically significant and do not happen by chance the null hypothesis is rejected. The
chi-square value and asymptotic significance (2-sided) for cross tabulation between gender
and satisfaction with thermal condition in the office is (χ2
= 14.13, p = 0.015). There is a
strong association (p < 0.05) between gender and satisfaction towards thermal condition in
the office. With regard to thermal condition satisfaction, female respondents have lower
satisfaction level than the males where around 22% of them are dissatisfied with the thermal
condition in their office (see figure 9.5).

9.2.2 Ethnic Group and Satisfaction
The cross tabulations between ethnic group and satisfaction for several features show there
are strong relationships between ethnic group and satisfaction with the natural and artificial
lighting in the office, natural ventilation in the office and the overall building maintenance.
The cross tabulations also show that ethnic group and satisfaction with the window in the
office, overall lift services and overall housekeeping in the building have weak relationships
The chi-square test for those cross tabulations are shown in table 9.6. Since the p value for
the cross tabulations is less than 0.05, it can be said that the relationships between those
variables are statistically significant and do not happen by chance.
Table 9.6: Chi-square tests for ethnic group & satisfaction
Asymptotic
significance
(2-sided)
Satisfaction with the natural lighting in
the office
χ2
= 59.09 p = 0.000 p < 0.05
Strong
Association
Satisfaction with the artificial lighting
in the office
χ2
= 38.74 p = 0.001 p < 0.05
Strong
Association
Satisfaction with the natural
ventilation in the office
χ2
= 67.21 p = 0.000 p < 0.05
Strong
Association
Satisfaction with the building
maintenance
χ2
= 30.98 p = 0.009 p < 0.05
Strong
Association
Satisfaction with the window available
in your office
χ2
= 31.52 p = 0.025 p < 0.05
Weak
Association
Satisfaction with the overall lift
services in the building
χ2
= 31.01 p = 0.029 P < 0.05
Weak
Association
Satisfaction with the overall
housekeeping in the building
χ2
= 26.06 p = 0.037 p < 0.05
Weak
Association
Ethnic group
Malay 7 20 5 39 31 24 126
Chinese 8 1 4 0 1 0 14
Indian 2 2 11 2 0 0 17
others 1 1 0 0 1 0 3
TOTAL 18 24 20 41 33 24 160
0
5
10
15
20
25
30
35
40
45
Malay
Chinese
Indian
others

Table 9.7: Cross tabulation between ethnic group & satisfaction with the natural lighting
available in office
Malay Chinese Indian others Total
no info 1.6% 1.3%
dissatisfied 9.5% 7.1% 17.6% 33.3% 10.6%
neutral 33.3% 42.9% 23.5% 33.3% 33.1%
satisfied 43.7% 35.7% 52.9% 43.1%
very satisfied 11.9% 14.3% 5.9% 11.3%
highly satisfied 33.3% .6%
Total 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.8: Cross tabulation between ethnic group & satisfaction with the artificial lighting
available in the office
highly dissatisfied 1.6% 7.1% 1.9%
dissatisfied 3.2% 2.5%
neutral 18.3% 14.3% 64.7% 33.3% 23.1%
satisfied 68.3% 64.3% 23.5% 61.9%
very satisfied 6.3% 14.3% 11.8% 66.7% 8.8%
Total 100.0% 100.0% 100.0% 100.0% 100.0%
There are no major differences between Malay, Chinese and Indians in terms of satisfaction
towards the natural lighting in the office. About half of the respondents in each ethnic group
are satisfied to very satisfied (see table 9.7) with the natural lighting available in the office.
However, when it comes to artificial lighting, the Indian respondents are quite neutral (see
table 9.8) whereas the Malay and Chinese are highly satisfied where more than 70% of the
respondents in each group being satisfied to highly satisfied. In terms of the natural
ventilation available in the office, the Indian respondents are much more satisfied than the
Malay and the Chinese respondents (see table 9.9).
The Chinese respondents rated their satisfaction with the available window in the office
higher than the Malay and the Indian respondents (see table 9.10). The Chinese respondents
are more satisfied than the Malay and the Indian respondents in terms of the overall
maintenance in the building where more than 60% of the Chinese respondents rated it as
satisfied to very satisfied (table 9.11). The Chinese also gave higher satisfaction levels as
compared to the Malays and Indians for the overall house keeping in the building as shown
in table 9.12. The Malay respondents are more satisfied than the Chinese and the Indian
respondents in terms of the overall lift service in the building where 40% of them rated it as
satisfied to highly satisfied (see table 9.13).

Table 9.9: Cross tabulation between ethnic group & satisfaction with the natural ventilation
available in the office
no info 0.8% 0.6%
dissatisfied 23.2% 14.3% 5.9% 20.1%
neutral 25.6% 57.1% 41.2% 33.3% 30.2%
satisfied 40.0% 21.4% 35.3% 33.3% 37.7%
highly satisfied 33.3% .6%
Total 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.10: Cross tabulation ethnic group & satisfaction with the window in the office
very dissatisfied 4.0% 7.1% 5.9% 4.4%
dissatisfied 7.1% 21.4% 5.9% 66.7% 9.4%
neutral 38.9% 14.3% 41.2% 36.3%
satisfied 39.7% 42.9% 35.3% 38.8%
highly satisfied 4.0% 5.9% 33.3% 4.4%
Total 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.11: Cross tabulation between ethnic group & satisfaction with the overall
maintenance in the building
neutral 45.2% 35.7% 41.2% 33.3% 43.8%
satisfied 37.3% 57.1% 52.9% 33.3% 40.6%
Total 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.12: Cross tabulation between ethnic group & satisfaction with the overall
housekeeping in the building
very dissatisfied 0.8% 0.6%
neutral 37.3% 21.4% 47.1% 36.3%
satisfied 46.8% 71.4% 35.3% 66.7% 48.1%
very satisfied 4.0% 7.1% 5.9% 4.4%
Total 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.13: Cross tabulation ethnic group & satisfaction with the overall lift services in the
building
dissatisfied 15.1% 57.1% 11.8% 33.3% 18.8%
neutral 25.4% 21.4% 58.8% 28.1%
satisfied 32.5% 14.3% 23.5% 33.3% 30.0%
Total 100.0% 100.0% 100.0% 100.0% 100.0%

9.2.3 Job Category and Satisfaction
Table 9.14 shows that administrators are highly satisfied with the natural lighting available
in the office. However, the chi-square value and asymptotic significance (2-sided) for cross
tabulation between job category and satisfaction towards the natural lighting available in
office is (χ2
= 28.57, p = 0.097). Since the p value for both cross tabulation is more than 0.05,
the relationships between those variables are statistically not significant and might happen by
chance (see table 9.15).
Table 9.14: Cross tabulation between job category & natural lighting in the office
Satisfaction Administrative Management Executive Secretarial Technical Total
no info 5.4% 1.3%
dissatisfied 5.6% 27.3% 20.0% 13.5% 7.0% 10.6%
neutral 24.1% 18.2% 40.0% 40.5% 39.5% 33.1%
satisfied 59.3% 27.3% 33.3% 29.7% 41.9% 43.1%
very satisfied 11.1% 27.3% 6.7% 8.1% 11.6% 11.3%
Total 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.15: Cross tabulation between job category and satisfaction
Asymptotic
significance
(2-sided)
a. Satisfaction towards the natural
lighting level in the office.
χ2
= 28.57; p = 0.097. p > 0.05 No Association
b. Satisfaction towards the thermal
condition in the office.
χ2
= 23.14; p = 0.282 p > 0.05 No Association
c. Satisfaction towards the natural
ventilation available in the office.
χ2
= 42.49; p = 0.039 p < 0.05
Weak
Association
d. Satisfaction towards the noise
level in the office.
χ2
= 38.64; p = 0.001. p < 0.05
Strong
Association
Job descriptions
administrative 8 7 8 17 6 8 54
management 0 4 1 0 4 2 11
executive 3 7 3 1 0 1 15
secretarial 2 2 1 19 3 10 37
technical 5 4 7 4 20 3 43
TOTAL 18 24 20 41 33 24 160
0
5
10
15
20
25
administrative
management
executive
secretarial
technical

Respondents with technical background are highly satisfied with the thermal condition in the
office (see table 9.16). The chi-square value and asymptotic significance (2-sided) for cross
tabulation between job category and satisfaction towards the thermal condition in the office
is (χ2
= 23.14, p = 0.282). Again the p value for both cross tabulation is more than 0.05 (see
table 9.15). The relationships between those variables are statistically not significant and
might happen by chance.
Table 9.17 shows that administrators are highly satisfied with the natural ventilation
available in the office. There is a weak association between job category and satisfaction
with the natural ventilation available in office (χ2
= 42.49, p = 0.039) and between job
category and level of happiness working in the building (χ2
= 26.31, p = 0.010). The p value
is less than 0.05 (see table 9.15) for both cross tabulations and therefore the null hypothesis
is rejected.
Table 9.16: Cross tabulation between job category & thermal condition in the office
dissatisfied 16.7% 9.1% 6.7% 24.3% 7.0% 14.4%
neutral 33.3% 45.5% 33.3% 21.6% 20.9% 28.1%
satisfied 46.3% 27.3% 46.7% 45.9% 65.1% 50.0%
very satisfied 1.9% 18.2% 13.3% 8.1% 2.3% 5.6%
Total 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.17: Cross tabulation between job category & natural ventilation in the office
no info 2.8% 0.6%
dissatisfied 3.7% 36.4% 20.0% 38.9% 20.9% 20.1%
neutral 37.0% 18.2% 46.7% 13.9% 32.6% 30.2%
satisfied 51.9% 36.4% 33.3% 27.8% 30.2% 37.7%
very satisfied 7.4% 9.1% 5.6% 9.3% 6.9%
Total 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.18: Cross tabulation between job category & noise level in the office
dissatisfied 7.4% 2.7% 4.7% 4.4%
neutral 25.9% 54.5% 20.0% 59.5% 27.9% 35.6%
satisfied 64.8% 36.4% 66.7% 18.9% 58.1% 50.6%
very satisfied 1.9% 9.1% 6.7% 18.9% 4.7% 7.5%
Total 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Executive are among the most satisfied respondents towards the noise level in the office as
shown in table 9.18. Strong associations were found between job category and satisfaction
with the noise level in office (χ2
= 38.64, p = 0.001). The test is significant since p is far less
than 0.05 and the null hypothesis are therefore rejected for this cross tabulation. The
relationships between these variables are statistically significant and do not happen by
chance (see table 9.15).
9.2.4 Number of Colleague and Satisfaction
This section presents chi-square test result for cross tabulation between number of colleagues
working in the same room and satisfaction levels towards several architectural and
environmental features asked in the questionnaires. The aim is to find a significant
relationship between number of colleague and satisfaction level for all elements. Several
satisfaction elements (table 9.19) were found to have a significant relationship with number
of colleagues working in the same room.
Table 9.19: Cross tabulation between number of colleague in the same room and satisfaction
Asymptotic
significance
(2-sided)
a. Satisfaction with thermal
condition in the office
χ2
= 60.14 p = 0.001 p < 0.05
Strong
Association
b. Satisfaction level with the overall
lift services in building
χ2
= 68.72 p = 0.001. p < 0.05
Strong
Association
c. Satisfaction towards the public
area spaces in the building
χ2
= 56.33 p = 0.017 p < 0.05
Weak
Association
d. Level of happiness working in the
building
χ2
= 34.75 p = 0.010. p < 0.05
Weak
Association
Table 9.20, shows that respondents with more colleagues working in the same area are quite
dissatisfied with the thermal condition in the office. The chi-square value and asymptotic
significance (χ2
= 60.14, p = 0.001). The test shows that there is strong association between
number of colleagues working in the same areas and satisfaction with thermal condition in
the office since p is far less than 0.05. It did not happen by chance and therefore the null
hypothesis is rejected for this cross tabulations.
Table 9.21 shows that respondents that have a higher number of colleagues working in the
same room are more dissatisfied with the public spaces in the building than those who have a
lower number of colleagues working in the same room. The chi-square test shows that there
is an association between number of colleagues and satisfaction with the building public area
spaces. The chi-square value and asymptotic significance (2-sided) for cross tabulation

between number of colleagues and satisfaction with the building public area spaces is (χ2
=
56.33, p = 0.017). Since p < 0.05, therefore the null hypothesis is rejected.
However, table 9.22 shows that respondents with a higher number of colleagues working in
the same room are happier than those who have a lower number of colleagues working in the
same area. The chi-square test for this cross tabulation shows that the asymptotic
significance (2-sided) for the cross tabulation is (χ2
= 34.75, p = 0.010). There is an
association between these two variables since p < 0.05. It des not happen by chance and
therefore the null hypothesis is rejected.
Table 9.20: Satisfaction towards thermal condition in the office and number of colleagues
working in the same area (cross tabulation)
Satisfaction no info 0-5 6-10 11-15 16-20 21-25 >25 Total
dissatisfied 7.7% 8.0% 19.6% 14.3% 27.3% 14.4%
neutral 53.8% 36.0% 15.7% 26.1% 28.6% 62.5% 24.2% 28.1%
satisfied 38.5% 48.0% 58.8% 65.2% 28.6% 37.5% 39.4% 50.0%
very satisfied 8.0% 5.9% 8.7% 6.1% 5.6%
Total 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.21: Satisfaction towards public area spaces in the building and number of colleagues
working in the same area (cross tabulation)
very dissatisfied 14.3% 0.6%
dissatisfied 15.4% 4.0% 7.8% 8.7% 12.5% 12.1% 8.8%
neutral 46.2% 40.0% 45.1% 30.4% 42.9% 50.0% 27.3% 38.8%
satisfied 30.8% 36.0% 29.4% 39.1% 28.6% 54.5% 35.6%
very satisfied 16.0% 15.7% 13.0% 14.3% 25.0% 6.1% 12.5%
Total 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
Table 9.22: Level of happiness working in the building and number of colleagues working in
the same area (cross tabulation)
unhappy 8.0% 3.9% 14.3% 37.5% 3.0% 5.6%
neutral 38.5% 60.0% 43.1% 34.8% 57.1% 12.5% 51.5% 45.0%
happy 61.5% 24.0% 45.1% 52.2% 14.3% 50.0% 27.3% 39.4%
very happy 8.0% 7.8% 13.0% 14.3% 18.2% 10.0%
Total 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

9.2.5 Zone Level and Satisfaction
Table 9.23 shows that respondents in higher zone are more dissatisfied with the thermal
condition than those in the middle and lower zones whereas table 9.24 shows that
respondents in lower zone are more satisfied with the overall office environment that those
in the middle and upper zones. The chi-square test shows that there is an association for
cross tabulations between zone level and satisfaction with thermal condition in the office.
The chi-square test for this cross tabulation shows that the asymptotic significance (2-sided)
for the cross tabulation is (χ2
= 19.23, p = 0.037). Since p < 0.05, the association is
statistically significant and it does not happen by chance. Therefore the null hypothesis is
rejected. There is also an association between zone level and satisfaction with the overall
office environment. The chi-square test for this cross tabulation shows that the asymptotic
significance (2-sided) for the cross tabulation is (χ2
= 20.24, p = 0.027) and p < 0.05. The
association is statistically significant and it does not happen by chance, therefore the null
hypothesis is rejected (see table 9.25).
Table 9.23: Satisfaction towards thermal condition in the office by zone level
Satisfaction Lower Zone Middle Zone Higher Zone Total
dissatisfied 12.3% 9.1% 25.0% 14.4%
neutral 23.1% 25.5% 40.0% 28.1%
satisfied 53.8% 63.6% 25.0% 50.0%
very satisfied 7.7% 1.8% 7.5% 5.6%
Total 100.0% 100.0% 100.0% 100.0%
Table 9.24: Satisfaction with overall office environment by zone level
Satisfaction Lower Zone Middle Zone Higher Zone Total
neutral 46.2% 20.0% 30.0% 33.1%
satisfied 23.1% 50.9% 52.5% 40.0%
very satisfied 21.5% 14.5% 15.0% 17.5%
Total 100.0% 100.0% 100.0% 100.0%
Table 9.25: Cross tabulation between zone level and satisfaction
Asymptotic
significance
(2-sided)
Satisfaction with thermal condition in
the office
χ2
=19.23 p = 0.037 p < 0.05
Weak
Association
Satisfaction with the overall office
environment
χ2
= 20.24 p = 0.027 p < 0.05
Weak
Association

9.3 Summary and Conclusion
All the relationships between tested variables are shown in figure 9.1. The statistical analyses
for various cross tabulation in this chapter show the following results:
 Male respondents have higher satisfaction level towards the window available in their
office than the female. The relationship between two variables is statistically significant
which means it does not happen by chance and the null hypothesis is rejected. There is a
weak association between gender and satisfaction with the availability of a window in
the office.
 There is a strong association between gender and satisfaction with thermal condition in
the office. Female respondents have lower satisfaction levels than the males.
 The chi-square test shows that there is an association between job category and
satisfaction with the natural ventilation available in office and between job category and
level of happiness working in the building. Administrators are highly satisfied with the
natural ventilation in the office space.
 Executives are among the most satisfied respondents towards the noise level in the
office. The relationships between these variables are statistically significant and do not
happen by chance. The relationship between the two variables is strong.
 Respondents with more colleagues working in the same area are quite dissatisfied with
the thermal condition in the office. The chi-square test shows that there is strong
association between number of colleagues working in the same areas and satisfaction
towards thermal condition in the office. This association does not happen by chance and
the null hypothesis is rejected for this cross tabulations.
 Respondents who have a higher number of colleagues working in the same room are
more dissatisfied with the public spaces in the building than those who have a lower
number of colleagues working in the same room. The chi-square test shows that there is
an association between number of colleagues and satisfaction with the building public
area spaces.

Figure 9.1: Statistical significant diagram for respondents and satisfactions
 Respondents with a higher number of colleagues working in the same room are happier
than those who have a lower number of colleagues working in the same area. The chi-
square test for this cross tabulation shows that there is an association between these two
variables. It is statistically significant and does not happen by chance.

 Respondents in higher zone are more dissatisfied with the thermal condition than those
in the middle and lower zones. The chi-square test shows that there is an association for
cross tabulations between zone level and satisfaction with thermal condition in the
office. The chi-square test for this cross tabulation shows that the association is
statistically significant and it does not happen by chance.
 Respondents in lower zone are more satisfied with the overall office environment than
those in the middle and upper zones. The chi-square test for this cross tabulation shows
that it is statistically significant and it does not happen by chance. Therefore the null
hypothesis is rejected.

Chapter 9 user's satisfaction intepreting the results

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